About the Team 

Direct to Customer Operations fills a vital role in our company by changes to impact our bottom line while simultaneously ensuring the customer has the best experience possible. As part of the day-to-day operations, the team works closely within our departments and our business partners to manage systemic and process changes to drive improvements in our Core Care Center Initiatives. You’ll be able to drive this change by using data to go after creative and cost-effective ways to improve the customer experience. 

About the Role 

As the Manager within this department, you will be the catalyst that drives change throughout our organization. Additionally, you will be responsible for both leading multiple teams and managing the overall activities of your department (s) including reviewing and analyzing data sets, strategizing plans to drive improvement, leading weekly meetings, managing workflow, service levels (phone, email, staffing), associate development + counseling, and tracking/reporting on progress of all initiatives related to systemic + associate changes implemented. Your days will be spent thinking critically about root causes + long term impacts, coordinating with partners, preparing strategies for improvements, and managing the workload of the teams. You will participate in an on-call rotation and be fearless in the face of weekend work!  Holiday Cutoffs and technical implementations are no match for your stamina!  You will be a leader who excels in bringing the right people together with the best information to troubleshoot even the most difficult of conundrums.  
 

What Benefits do you offer?

• 40% Discount on most merchandise!
• A wellness program that supports your physical, financial and emotional health
• Monthly performance bonuses 
• Full benefits including medical, dental, vision, 401k program plus much more!
• Endless internal promotion opportunities 
• Fun contests / rewards and recognition programs

Your Journey in Continued Learning

• · Individual development plans and career pathing conversations
• · On-going performance appraisals
• · Cross-brand and cross-functional career opportunities
• · Online learning opportunities through brand specific resources and WSI University
• · Leadership development opportunities

You're excited about this opportunity because you will... 

• You can make an impact! You are part of a team that will directly influence how we approach customer service through system and process implementation 

• Work closely with our partners to brainstorm resolutions. track initiatives, and deliver reporting on a weekly cadence 

• You are curious! Enjoy solving puzzles and finding answers to the hard problems 

• Get your blood pumping using data to tell a compelling and accurate story  

Why you will love working at Williams-Sonoma, Inc. 

• We’re a successful, fast-growing company with an entrepreneurial vibe 

• A technologically and data-driven business 

• Competitive salaries and comprehensive health benefits 

• We’re at the forefront of tech and retail, redefining technology for the next generation 

• We’re passionate about our internal and external clients and live/breathe the client experience 

• We have a recognition program unlike any other 

• A smart, experienced leadership team that wants to do it right and is open to new ideas 

• We believe in autonomy and reward taking initiative 

• We have fun! 
   

We're excited about you because... 

• Bringing people together to solve a problem is your bread and butter  

• You can run a meeting and your department like a pro 

• You bring your creativity to work with you 

• You are a list maker and checking off boxes gives you extreme satisfaction 

• You are driven to ask “why” when you see something odd 

• Attention to detail is written in your genetic code 

Technical Competencies required: 

• Advanced skill with Excel (complex formulas, graphs, pivot tables) 

• Proficient in other Microsoft Office applications, especially Word, Outlook, Visio, and PowerPoint 

• 2+ years leadership experience, emphasis on exemplary record keeping (all department metrics, people reporting (MDDs, Essential Functions, Payroll Management)